UNDERSTANDING STRATEGIES FOR SERVICE FAILURE RECOVERY IN OPEN DIGITAL GOVERNMENT

The purpose of this study is to evaluate the strategic process for effectively dealing with online public service failures as recovery strategies in Pakistan. The specific context is the National Database and Registration Authority (NADRA), Post office Pakistan, and the Citizen Portal of Pakistan. The study uses a qualitative approach, including semi-structured interviews and online reviews to collect data from both customers and public service managers. Thematic analysis was used to identify and analyze key themes related to online public service failures and recovery strategies in Pakistan. The study provides several recommendations for government-based organizations to enhance their performance, meet customer needs, and remain competitive in the marketplace.